Customer Experience Manager

Description

 We are seeking a Customer Experience Manager to build, lead, and continuously improve our Customer Experience program. This role is responsible for creating the structure, processes, reporting, engagement motions, feedback programs, and operational discipline needed to consistently deliver a high-quality customer experience throughout the customer lifecycle.

Initially, this will be a highly hands-on role. The successful candidate will be expected to build programs, establish operating rhythms, implement reporting, facilitate customer engagement activities, drive improvement initiatives, and partner across the organization to improve customer outcomes.

As the program matures, this individual will help shape the future Customer Experience organization at GDS, including building and leading a team dedicated to customer success, retention, advocacy, and lifecycle management.

This role is ideal for a builder who enjoys creating structure, driving execution, and leading meaningful change. The vision is in place. The executive support exists. We need someone who can execute, scale, and help make customer experience part of how GDS operates every day.

Requirements

Key Responsibilities

Customer Experience Program Leadership

• Build, manage, and continuously improve the GDS Customer Experience program.
• Develop standards, processes, and operating procedures that support the customer lifecycle.
• Establish and maintain consistent customer engagement motions across onboarding, adoption, support, escalation management, business reviews, and renewals.
• Create repeatable processes that improve customer satisfaction, retention, and overall experience.
• Partner with leadership to align customer experience initiatives with company objectives.
• Drive adoption and accountability across the organization.

Customer Health & Relationship Management

• Develop and maintain customer health scoring and customer risk identification processes.
• Monitor customer sentiment, support trends, escalations, engagement levels, and other indicators of customer success.
• Identify at-risk accounts and coordinate proactive engagement plans.
• Partner with operational and service delivery leaders to address customer concerns and improve outcomes.
• Support customer retention, relationship development, and long-term account growth.

Voice of the Customer

• Build and manage customer feedback programs, surveys, and listening initiatives.
• Collect, analyze, and communicate customer feedback throughout the organization.
• Identify recurring trends and opportunities for improvement.
• Ensure customer insights are incorporated into decision-making processes.

Promote a culture where customer feedback drives action. 

  Reporting & Accountability

• Develop dashboards, scorecards, and reporting that provide visibility into customer experience performance.
• Track key performance indicators and customer success metrics.
• Facilitate customer health reviews and executive reporting.
• Monitor progress against customer experience goals and initiatives.
• Promote accountability for customer outcomes across departments.

Continuous Improvement

• Identify friction points throughout the customer journey.
• Lead cross-functional initiatives that improve customer outcomes and operational effectiveness.
• Standardize successful practices across the organization.
• Partner with business leaders to improve customer-facing processes and experiences.
• Leverage automation, technology, and AI-enabled capabilities where appropriate to improve efficiency and customer outcomes.

Team Leadership & Growth

• Help define the future structure of the Customer Experience function.
• Identify staffing needs and support long-term organizational planning.
• Recruit, onboard, coach, and develop future Customer Experience team members.
• Establish team processes, performance expectations, and operational standards.
• Foster a culture of customer advocacy, accountability, and continuous improvement.
• Serve as a leader and champion for customer-centric thinking throughout GDS.

Qualifications

Required

• Bachelor's degree in business, Communications, Management, Information Technology, Marketing, or a related field, or equivalent professional experience.
• 5+ years of experience in Customer Experience, Customer Success, Service Delivery, Account Management, Operations, or a related function.
• Demonstrated success building, improving, or leading operational programs and business processes.
• Strong project management, organizational, and problem-solving skills.
• Ability to influence and drive initiatives across multiple departments and stakeholders.
• Excellent written, verbal, and interpersonal communication skills.
• Experience using data, metrics, and customer feedback to drive decisions and improvements.
• Experience leading initiatives and delivering results in a fast-paced environment.

Preferred

• Experience within a Managed Services Provider (MSP), technology services organization, SaaS provider, or other recurring revenue business.
• Experience with customer health scoring, customer lifecycle management, retention programs, and customer journey mapping.
• Familiarity with CRM, customer success, reporting, and business intelligence platforms.
• Experience building or leading customer-facing teams.
• Experience implementing process improvements or organizational change initiatives.